Customer experience lead

Job Description

Make your next big career move by applying as KMC Solutions next CUSTOMER EXPERIENCE LEAD

The Customer Experience Lead is expected to perform tasks quickly and efficiently, with a high level of professionalism and a positive attitude. It is expected as a Customer Experience Lead that he/she can manage the site and a small team of individuals with one goal which is always to maintain the office facility's show readiness and give exceptional customer experience.

On top of your salary, here are the exciting benefits you can look forward to:

• You'll be interacting with key players such as C-level executives from enterprise-level organizations which can expand your skills and network.
• Making sound decision-making and flexibility to ensure team dynamics and productivity.
• Competitive salary and benefits
• HMO + free dependent
• Access to KMC's exclusive pantry (MadMax Coffee, Fresh Fridge)
• Diverse learning & growth opportunities
• Accessible Cloud HR platform (Sprout)
• Above standard leaves

The main responsibilities of a CUSTOMER EXPERIENCE LEAD include:

FRONT DESK MANAGEMENT:

• Providing support on the reception/front desk through:
• Answering and disperses calls and inquiries
• Welcoming / receiving applicants, visitors, and clients of the Company
• Responding /addressing tenant concerns and walk-in inquiries
• Handling daily incoming and outgoing mail
• Receiving, distributing, and filing incoming letters, billings, invoices, documents and/or other communications
• Managing the front office daily
• Assisting photocopy, printing, scanning client request
• Gate pass/work permit processing
• Preparing and accomplishing errand form
• Monitoring the cleanliness in the concessionaire area
• Any ad hoc duties as required

• Lead representative in the workplace
• Conference room reservation assistance
• Reporting and coordinating any workplace issues and ensuring job completion
• Providing effective solutions to problems/issues arising
• Providing administrative support to members
• Providing unmatched customer experience
• Building strong relationships with members
• Enforcing company policies and procedures, and safety and health regulations and standards

• Attending ticket requests
• Ensuring no ticket SLA breach
• Assisting in Check releasing
• Assisting office walk tours with prospective clients and marketing events
• Offering and serving refreshments to the Client
• Assisting and doing simple troubleshooting IT concerns like wifi connection, borrowing of LAN/ HDMI
• Coordinating with the vendor for any Client request below 20K
• Ensuring furniture and fixture asset tags are intact and complete in inventory
• Conducting Energy Conservation initiatives
• Distributing monthly treats
• Following operational processes and procedures
• Enforcing house rules and security policy
• Attending and handling site concerns
• Organizing Site lead's monthly meeting
• Ensuring that all permits are posted and updated
• Ensuring email blasts and circular memos from the building are cascaded accordingly
• Ensuring all trackers are accurate and updated
• Ensuring that onsite storage is clean and organized
• Petty Cash Management
• Monitoring Site expenses
• Management of Utility personnel
• Ensuring that the assigned tasks of the utility personnel are performed and/or accomplished

• Ensuring Office Show-readiness, cleanliness and maintenance
• Working on day-to-day issues with facilities and building admin
• Conducting weekly facilities walkthroughs to address current and urgent issues
• Has the Ability to foresee site issues and members needs
• Coordinating facilities/building issues
• Setting Quarterly coordination meetings with Building Admin
• Attending punch listing with projects and contractor

• Responsible for managing a small team
• Keeping the team motivated, and guiding team members
• Keeping team focused and on track for the immediate tasks/projects
• Monitoring the team's performance
• Handling minor or small-scale work assignments/projects
• Handling minor, unforeseen issues
• Providing immediate resolution

To apply, you must be an expert on the following requirements:

• Business Administration, BS HRM, BS Tourism, or any similar courses
• At least 3 years of work experience as Front Office Staff or Admin Assistant
• Proficient in Powerbi application
• Strong Facilities Management
• Proficient in MS Office applications (MS Word, Excel, Powerpoint, Office 365)
• Willing to work on a shifting schedule
• Willing to be assigned to other KMC sites